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Business Profile

Soap

Dr. Squatch, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 83 total complaints in the last 3 years.
  • 28 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/07/2022

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Website clearly states "free shipping on orders over ****** However, after the order processes they are charging one dollar for "shipping and handling". Although this is a small amount, this is absolutely unacceptable and clearly a scam to try to get more money from people. I am requesting that my one dollar be refunded immediately to comply with the free shipping that was offered to me at the time of my purchase.

  • Initial Complaint

    Date:12/06/2022

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On November 25th, I placed an order with Dr. Squatch, Order #********. They advertise that it takes 1 - 3 business days to process to which they say they will send an email and keep us posted. By the 4th business day which was 6 days after I made the order, December 1st, I contacted the company and received a generic response that stated the above from one of their employees. I responded back and told them I don't need a generic response to which the fact was overlooked I was already at day 4. Another employee responded with a more detailed answer and took the time to look into the order, to which it still said, processing on Saturday, December 3rd. He mentioned to give it 2 more business days to see if I would hear anything. I haven't heard from the company and wrote another email today stating that if I didn't hear from them, I would be contacting the BBB to see if we could shed some light on this order. When I saw reviews on the BBB, it seems it is a ongoing issue for this company. This order is for Christmas and I don't want to wait any longer as it will soon not make it here in time. Since this is a frequent issue, I am contacting you, the BBB, to help me get this order expedited in a timely manner. We have fully paid for the order. We made several online orders that day, and all of them have been shipped and processed. I so appreciate your help in contacting this company. I called the number associated with this them and everything is via email.I have included the email receipt they sent November 25, 2022. If you need anything else, please let me know.

    Customer Answer

    Date: 12/19/2022

    Contact was made with delivery now filled. Case can be closed

  • Initial Complaint

    Date:11/18/2022

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I'm ******** and I ordered a product through online ordering it was pretty ********** They said it was delivered I checked outside my home but there was nothing-then the **** said the individual picked it up. They will not refund my money because they say I picked it ip. I can't drive. They give peoples mail to anyone? I asked to be ********* TO MY HOME!

  • Initial Complaint

    Date:11/02/2022

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Contacted customer support via email address provided on website due to payment information update. This gave an error that the system could not update the debit card on file. I explained this issue as well as error received and was quickly told they could not help me with my issue as it "obviously" was on my end. After stating that I would close my account a second CS rep contacted me stating, the debit card on file was removed from my account and I could update at my convenience. I later received an email stating the card on file was invalid and to update my payment information. During the many interactions with this company due to website issues/errors once once out of 7 communications have I received a solution that worked.

  • Initial Complaint

    Date:10/26/2022

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased the product through subscription earlier this year. I wasn't happy with the product so I decided to cancel my subscription. They attempted to charge my account per my bank and I blocked the charge. I moved in June 2022 while changing billing information. They managed to charge my account after multiple unsuccessful tries. The charge eventually went through and I contacted to let them know of the issue at hand. They offered no resolution besides skipping my next subscription.

  • Initial Complaint

    Date:10/16/2022

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order was placed on 1 October 2022. Order number XXXXXXXX. They said the order shipped on 3 October and it was delivered on 12 October. However, this was only one part of the order. Not the complete order. I contacted them to find out what happened to the rest of the order and if there was another tracking number for that part of the shipment. The Postmaster here at my location said that the container that my order is supposed to go to arrived but no shipment is in it at all. Dr.Squatch responded in email with an apology and said I could have a discount for future orders. This means nothing to me when you have not delivered the product I already paid for or refunded the money for the missing part of my order. I would prefer to receive the full order but if they are too incompetent to do that then I would like a refund of the part of my order that they could not fulfill.

  • Initial Complaint

    Date:10/15/2022

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On ********* I made a purchase of ******* with ************* website. I have been in communication with their support since **** and as of ***** I was told that their system shows my order was shipped and delivered. I was provided a Tracking number that did not match the tracking number attached to my order. Order #XXXXXXXX and the ORIGINAL tracking number XXXXXXXXXXXXXXXXXXXXXX, when searched on **** still states YOUR PACKAGE IS Awaiting Carrier Pickup; when searched on **** (which is the final carrier prior to home delivery) the result is "**** Currently Awaiting Package". I would very much like the products I PAID for to be delivered, and do not appreciate feeling lied to and left hanging with no further response from Dr. Squatch support since *****

    Business Response

    Date: 11/09/2022

    Consumer Response /* (2000, 9, 2022/11/01) */
    I would like to update my 'complaint' to state that I am now satisfied. Through many emails with customer support, the Dr. Squatch team was able to satisfy my purchase. I plan to continue to purchase future products from DrSquatch in the future.

  • Initial Complaint

    Date:10/12/2022

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Made an order, resubscribed after having previous issues with the website. Next subscription order was supposedly due in Dec. 5 days later a second order was started, and I was told you have 30 minutes following to cancel. How do I cancel an order I never requested, or knew about. Any time I make changes on the website it reflects the changes I made, until the next time I log in where it has apparently reset. Fix your website, or fix your cancelation policy.

  • Initial Complaint

    Date:10/10/2022

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order has been sitting in a processing pattern for 9 business days now. The order is supposed to be filled in 3 days and I have gotten no update. This is not the first time and when you reach out to customer service they blame shipping even though it has not even been packaged yet. Do not buy from this company they are the worst at actually sending their product out and you have to do all the leg work to figure out what is going on.

  • Initial Complaint

    Date:10/04/2022

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    While I have been a loyal customer for at least 2 yrs & love their products, my last order was 1/20/22 & I canceled my ************* after that. I haven't received any more soaps nor have been charged since (which should be the case), but I awoke this morning to an email for a ****** purchase for a subscription that has been long canceled. I even went to check to see if i somehow forgot to cancel, but even the site showed that I don't have any active subs or even a payment method saved on file. So i am now suspicious of how they even had the ability to charge me or why.

    Business Response

    Date: 01/09/2023

    Business Response /* (1000, 10, 2022/12/05) */
    We're incredibly sorry for the experience the customer had regarding our subscription Management. These are areas that we're working diligently on improving, so we thank them for their honest feedback. An individual from our support team has provided the customer with their desire solution.

    Should the customer need any further assistance, we encourage them to reach out to ********************* and mention their *** Case. The ticket will get escalated to a member of our corporate team ASAP so that they can get the help they deserve.

Dr. Squatch, Inc. is NOT a BBB Accredited Business.

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